Frequently asked questions FAQs

Với các đơn hàng có ghi chú cho xem hàng, người nhận được kiểm tra tình trạng bên ngoài kiện hàng trước khi thanh toán.

Under government regulations, the following goods are prohibited:

1. Opium, opium derivatives, narcotics and psychotropic substances.

2. Weapons, ammunition, explosives, military equipment, power banks.

3. Obscene or subversive cultural products, publications and documents intended to disrupt public order or oppose the State.

4. Explosive or flammable items and substances that are hazardous, unsanitary or polluting.

5. Items and goods whose circulation, trade, export or import is banned by the State.

6. Live animals.

7. Items, publications and goods banned from entering the destination country per Universal Postal Union notices.

8. Vietnamese and foreign currency and documents of monetary value.

9. Letters enclosed in parcels.

10. Precious metals (gold, silver, platinum...), gemstones and products made from them.

11. A parcel containing multiple parcels addressed to different recipients.

12. Items and goods in collection bags, publications and learning materials for the blind (Decree 15/2020/ND-CP).

Conditional goods are accepted only when the customer provides full proof of origin and the required permits.

Examples: dietary supplements, cosmetics, medical devices, and high-value goods that require a declared value.

Dangerous goods include flammable and explosive substances, corrosives, radioactive materials, compressed gases and loose batteries.

Unitel Logistics declines these items to keep every shipment safe.

Goods are packed according to their nature: fragile items in shock-absorbing foam, electronics in multi-layer cartons, liquids sealed against leaks.

Customers can request packing service at the post office before sending.

Proper packing lets goods withstand impacts during transit, prevents damage and serves as the basis for any compensation claim.

A standard parcel must not exceed 30 kg. Heavier parcels require the heavy-cargo service and are quoted separately.

Goods worth more than 5,000,000 VND should be declared so that loss or damage is compensated at their real value.

Article 36 of Decree 37/2026/NĐ-CP stipulates the placement of product labels as follows:

(1) Product labels must be affixed to the goods or their commercial packaging in a position that is easily visible, allowing for the full content of the label to be observed without the need to disassemble any parts or components of the goods.

(2) For goods that have both immediate (inner) packaging and outer packaging, labeling shall be carried out according to the following principles:
- If goods on the market have outer packaging and the smaller individual units (with their own immediate packaging) are not sold separately, the label must be placed on the outer packaging.
- If goods on the market have outer packaging, but the smaller individual units (with their own immediate packaging) are also sold separately, then both the outer packaging and the immediate packaging must be fully labeled.

In cases where the outer packaging cannot or should not be opened, the outer packaging must bear a label that includes all mandatory information.

If the outer packaging is transparent, allowing the product labeling inside to be clearly seen, then labeling the outer packaging is not required.

Freight is charged on the actual weight or the volumetric weight (length x width x height / 6000), whichever is greater.

The recipient shows an ID matching the waybill details and signs for the parcel.

For orders marked as inspectable, the recipient may check the outer condition of the parcel before paying.

Yes, with a letter of authorisation and a copy of the ID of the recipient named on the waybill.

Within Vientiane: 1 working day. Between provinces: 2 to 4 working days depending on the route.

International shipments usually take 5 to 10 working days, excluding customs clearance in the destination country.

Public holidays and Sundays are not counted in the committed delivery time.

Undeclared goods are compensated up to 4 times the freight charge. Declared goods are compensated at the declared value.

Claims are accepted within 6 months from the shipping date.

The original waybill, a report confirming the condition of the goods, an invoice for their value and the claimant's ID.

Wrap each item in bubble wrap, fill all empty space in the box and label the outside as fragile.

Yes, if the box is intact, has no torn corners and all old shipping labels have been removed.

Packing materials at the post office are charged separately per the posted price list and are not included in freight.

Enter the tracking number in the Track shipment box on the home page. Track several at once by separating the numbers with commas.

Contact the call center before the first delivery attempt. Any extra fee will be confirmed before the change is made.

Send your details via the Contact page or call the hotline; our sales team will advise on volume-based pricing.